Analyst and IS administrator

• Dec 2015 - Present

Problem Manager for customers in EMEA region, Global Service Management for Helion Cloud

• Feb 2012 - Oct 2015

• Responsibility for Problem management across all technologies in Helion Managed Cloud Operations tower (Wintel, Unix, VMware, Backup, Storage, Network, SAP, Database, Messaging, Monitoring, Provisioning) • Takes ownership of new Problems. • Assignment of proper Root Cause Owner and following up on updates for open Problem cases as per ITIL process. • Prioritizing problems and Root Cause Analyses to be completed based on agreed prioritization model. • Owning the problem lifecycle end-to-end from initial Problems validation to Problem closure • Leading meetings for priority 1 (Response to Operational Problems) and priority 2 Problem cases with Root Cause Owners, Crisis team, Client Capability Leaders, Account Delivery Managers and Delivery leads to create Root Cause Analyse Document for customer. • Creating and publishing Root Cause Analyse documents • Identifying and analysing the incidents related to Problem cases, creating timelines for Root Cause Analyse documents • Collecting information related to the Root Cause Analyses from the Incident managers • Analysing Major Incident reports from Crisis team • Identifying of the Root cause tasks and Corrective actions for Root Cause Analyses documents and following up on the updates with the Action Owners. • Updating and closing Root Cause Analysis documents on the SharePoint based on the information collected from the Action Owners • Managing and coordinating all activities necessary to identify root cause, initiate resolution of problems, and identify preventative actions and Requests for Change. Responsibility for Communication with Crisis team on opened RtOPs (Response to Operational Problems) • Participating on test scenarios for new customers Show less

Wintel 2nd line Problem Manager (HP contingent worker)

• Apr 2008 - Mar 2009

• Manages and coordinates all activities necessary to proactively detect problems that potentially affect the service level, by analysis of Incident Management data and/or supplier/development documentation.• Takes ownership of new problems. • Responsible for resolving of Problem Cases as a Root Cause Owner for reoccurring events.• Executing of corrective actions in sever monitoring configuration for wrongly routed Incident tickets• Creation of reports and analysis of data from CMDB Show less

Wintel 2nd line System Specialist (HP contingent worker)

• Nov 2006 - Mar 2008

• Administration of servers for HP customers with focus on Windows systems• Creation of new accounts, groups and printers in the Active Directory• Providing basic database, web application and printer support on customers' servers• Solving of Incidents / Service Requests and Work-orders as a part of Change management process• Communication with the customers

Coordinator - Call Catcher for Wintel 2nd line support (HP contingent worker)

• Aug 2005 - Nov 2006

• Distributing of the Incident cases for HP technical teams, fundamental communication with HP customers• Keeping contact with the customer to understand their needs and achieve a high level of customer satisfaction• Creating of Service Requests according to customer’s request• Taking care for team’s mailbox – distributing emails to the technicians and answering on the common questions from customers.• Creation of the Call Catcher procedure for Bratislava HP support

E-shop manager, web designer

• Jul 2003 - Jun 2004

• Administration of e-shop, web design, adjustment of pictures in Adobe Photoshop and Corel Draw, taking care of customers and their orders • Administration of e-shop, web design, adjustment of pictures in Adobe Photoshop and Corel Draw, taking care of customers and their orders